How Customer Experience Influenced on Purchase Intention of the Music Stream Application: Study of Spotify Users in Indonesia

Pepen Supriatna (), Ratih Hurriyati and Heny Hendrayati
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Pepen Supriatna: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 473-480 from Springer

Abstract: Abstract Spotify ranked first with the highest market share. However, Spotify posted considerable losses. Low purchase intention is alleged to be the cause of the losses suffered by Spotify. In this case, it is hoped that improving customer experience can trigger user purchase intentions, ultimately impacting sales and profit levels. This writing aims to determine the influence of customer experience on purchase intentions in Spotify Indonesia users. Research in this scientific work are carried out quantitatively. The sampling technique is nonprobability, with purposive sampling as the sampling technique. Meanwhile, the number of respondents was 70 people who were domiciled in Indonesia and had used Spotify. Basic linear regression analysis is the method of data analysis employed. The findings of this study indicate that customer experience has a favorable and significant impact on purchase intentions in Spotify Indonesia customers.

Keywords: Customer Experience; Purchase Intention; Spotify (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-234-7_47

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